This is the second time I have called these guys for a service, and after they did an outstanding job yet again, I can`t allow my busy schedule to get ahead of the importance of giving a proper acknowledgment to somebody who really, truly deserves it. One thing is accomplishment of a promised job, but another thing is going over and beyond the service itself, just to make sure you are satisfied and taken care of, and this is my experience with the Duct Cleaning Specialists.
Some three years ago, we bought a house, a fixer-upper, did some demolishing inside, and did not want to turn on a furnace until the ducts have been cleaned first. Read the reviews and got in touch with Paul, the GM, and one day, at the exact scheduled time he came with another colleague to do the work. It was our first time to see duct cleaning process, we had a loooot of questions, I also wanted to video record the process as part of our home renovation documentary that we share with our family and friends – everything was allowed, and more than that, each step of the process they really took time to explain it well. They explained each tool they would use, even record for me the inside of the ducts. They really did awesome job that time, but there is something else, non-related perhaps, that I remember, but at least to me, it does matter who am I dealing with beyond pure business. It was hot summer day, it was feeling like 40 C that day, and it was a garbage pick-up day. The job inside of the house was at its end, and my husband and I, Paul and his colleague were discussing some final terms when the garbage truck pulled up, a guy jumped off and in that heat started collecting garbage. Paul said: “Oh man, I can`t imagine how it is for these guys to work in this heat...” then he went out to his truck, and run after them bringing them bottled water from the cooler... When action speaks more than words...
Just a few days ago, I have arranged with Paul to have our ducts cleaned again, three years later, since we had major renovation this year, and the furnace has been off since May. I have suspected ducts were really dirty and did not try to turn the heat on in these cold days. Oh boy, was I right! This time, Marc and Chris came to provide the service. Super nice right from the start, Marc started taking me pictures of the ducts from the inside, made me sick to my stomach how dirty that was, and made me crazy excited when I saw them cleaned and sanitized! (I will attempt to attach before and after pics here – the green glow is from my phone cover, Marc`s phone will show you super clear view). He was telling me everything that they will be doing, even some extra stuff because of the renovation that we had. I saw how dedicated he was, we ended up chatting a bit where he told me he has been doing this job for ten years, he certainly knows a lot, I mean you can tell he`s passionate about it. He also likes to cook, so maybe if you get to meet him, ask him for a recipe! :) Chris also worked along with Marc, he gave me a bit more information on how often and in which circumstances the cleaning should be repeated, how to protect the ducts and things like that. He also processed the paperwork, received from him a cute tote bag and a Tim Horton`s coffee gift card as a customer appreciation token run by the company. That was a cute gesture. When all was done, Marc asked me to start up the furnace to make sure it was running normally. And it was. I was happy to finally heat up to home, guys left, but then after about 20 min, the furnace shut down. I called Paul right away, and he told me the boys are getting back. At the end of their working day I really felt bad I had to pull them back, but they came as kind as before, said no problem, they will take a look at the furnace. They opened panels, check everything, couldn`t see that anything was wrong. They had Paul on the line, who said that it just maybe a short somewhere, suggested that I should call the electrician, and if he determines that it is not a power issue, that they will take a full responsibility of the furnace issue and address it. Even though I was desperate to have the heating on, it seemed the only reasonable thing to do. So the guys left, and I called the electrician, who at first, by the tests and the descriptions I gave him over the phone, suggested that there is most probably not the power issue, but he couldn`t come right away. Paul asked me to keep him informed on any new development so I told him that, and I told him that the next day, I will have my friend who does electrical work as well, to come and look at it. I was still on-line with Paul that day, and he said he will try to make time to stop by in the evening and take a look at it himself. So it happened, but again, furnace looked OK. When Paul was leaving, realizing that it was cold in the house, he even offered to go to the hardware store and buy me some heater until tomorrow! I mean how awesome they are! Finally, the furnace was OK as Paul predicted, and it was an electrical issue, that got solved the next day.
Duct Cleaning Specialists already had my highest points, but how they managed this problematic situation just propelled them even higher, and at least that I can do, sitting here in my warm home with clean air, is to write them this review.
Thank you so very, very much.
